Summary
Overview
Work History
Education
Skills
Technical Skills Experience
Timeline
Generic

KAMALA K. BASS

Jeffersonville,IN

Summary

Results-driven IT professional with 12+ years of experience in Software QA, Support, and Management. Proven track record in optimizing efficiency, implementing streamlined processes, and driving continuous improvement. Skilled in project management, process optimization, and team leadership. Adept at fostering collaboration across teams to achieve operational excellence and exceed organizational goals. Seeking to leverage expertise in process management to drive innovation and sustainable growth in a dynamic organization.

Overview

12
12
years of professional experience

Work History

Manager: QA and Support

Liftoff Commerce
07.2023 - Current
  • Facilitate onboarding of new hires into QA, Support and Technical Writing teams as well as advise on resource needs.
  • Conduct performance reviews and provide constructive feedback.
  • Foster culture of continuous learning by regularly encouraging resource sharing and facilitating opportunities for skill development.
  • Oversee and manage all daily QA, subscriber-facing support and technical writing tasks including prioritizing and delegating pre- and post- release tasks.
  • Conduct analysis of support tickets to discern trends, then revise how-to guides and knowledge base to address any gaps in subscriber understanding of software.
  • Design and execute SQL queries to analyze data for Support Specialists and Subscriber Services team, facilitating efficient task completion. Additionally, utilize SQL to generate custom reports tailored to subscribers' needs.
  • Develop and execute SQL queries to extract and analyze data, enabling trend analysis aimed at process improvement and enhancing service quality for subscribers. Utilize insights gained from data analysis to drive strategic decisions and optimize service delivery.
  • Established and implemented standardized processes across Support, QA and Technical Writing teams which included streamlining processes through automation of manual tasks between Jira and Slack, resulting in improved efficiency.
  • Research and implement best practices for QA tooling, tracking metrics and processes.
  • Implemented Test Driven Development (TDD)
  • Integrated Xray Test Management.
  • Create and scope bugfix and hotfix development epics
  • Create comprehensive test plans from user stories and scoped epics
  • Simplify complex processes for better understanding.
  • Collaborate cross-functionally to devise effective QA and support strategies.
  • Enhance QA and support procedures to reduce response times and increase client retention.
  • Implemented a workflow for seamless integration of support issues into development/QA tasks and updating documentation accordingly.
  • Conduct support calls with high profile subscribers.

QA and Support Specialist

Liftoff Commerce
01.2022 - 07.2023
  • Conducted rigorous testing on new features and bug fixes, employing combination of SQL, browser tools, and API tools to execute and validate tests effectively.
  • Effectively communicated QA issues and recommendations to task owners, facilitating seamless collaboration and resolution.
  • Developed and implemented comprehensive test plans to ensure comprehensive testing coverage.
  • Maintained detailed documentation of support interactions, preserving valuable insights for future reference and analysis.
  • Addressed customer inquiries and resolved support issues, fostering trust and bolstering satisfaction levels.
  • Investigated and replicated technical problems to devise effective solutions.
  • Facilitated communication between clients and development teams, ensuring timely updates during critical incidents.
  • Managed high-priority tickets professionally, ensuring prompt resolutions and maintaining strong client relationships.
  • Delivered comprehensive troubleshooting guidance for software systems, enhancing overall user experience.
  • Provided swift and efficient resolution of technical issues, contributing to improved customer satisfaction.
  • Offered feedback to product development and engineering teams for enhancing customer experience and addressing issues.
  • Utilized Jira to track and prioritize customer requests efficiently.
  • Monitored operational systems and swiftly troubleshooted errors.

Software Quality Assurance Manager / Systems Analyst

Cenveo, Inc.
07.2012 - 01.2021
  • Conducted rigorous testing on new features and bug fixes, employing combination of SQL, browser tools, and API tools to execute and validate tests effectively.
  • Collaborated with cross-functional teams to develop high-quality software products within tight deadlines.
  • Reduced production defects by ensuring proper traceability between requirements, test cases, and defects.
  • Enhanced user experience by identifying, reporting, and tracking software defects to resolution.
  • Supported customer satisfaction goals with prompt response to reported issues during post-release monitoring periods.
  • Mitigated risks associated with software releases through rigorous pre-release validation activities like smoke testing and sanity checks.
  • Collaborated closely with developers during defect fixing phase resulting in quicker resolutions.
  • Facilitated the transition of newly developed features from QA to production environments through effective communication with release management teams.
  • Assessed software bugs and compiled findings along with suggested resolutions for development team members.
  • Optimized test cases to maximize success of manual software testing.
  • Collaborated with product owners to stay current on intended functionality.
  • Documented testing procedures for developers and future testing use.

Education

High School Diploma -

Jeffersonville High School
Jeffersonville, IN

Skills

  • Problem-Solving
  • Staff Management
  • Training and mentoring
  • Continuous Improvement
  • Quality Assurance
  • Work Planning and Prioritization
  • MS Office
  • Process Improvement
  • Agile Best Practices
  • Software Development Tools: JIRA, Confluence
  • Data Analysis
  • Microsoft SQL Server / Sybase SQL

Technical Skills Experience

  • Proven successful and productive remote worker, 9 years
  • Jira bug tracking and project management, 3 years
  • Agile/Scrum software development cycle, 3 years
  • SQL query composition and execution using ISQL and RazorSQL
  • Microsoft Office suite, 10+ years
  • Google Suite tools, including Sheets and Docs, 9 years
  • QuarkXPress, 10+ years
  • Photoshop for Mac, 5+ years
  • Chrome/Firefox/Safari developer console/tools, 2 years
  • CyberDuck, 5+ years
  • Command line applications and scripts, 5+ years

Timeline

Manager: QA and Support

Liftoff Commerce
07.2023 - Current

QA and Support Specialist

Liftoff Commerce
01.2022 - 07.2023

Software Quality Assurance Manager / Systems Analyst

Cenveo, Inc.
07.2012 - 01.2021

High School Diploma -

Jeffersonville High School

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KAMALA K. BASS